Complaints

This profile includes complaints for Black & Decker (U.S.) Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Black & Decker (U.S.) Inc. has 16 locations, listed below.

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• 

  Black & Decker (U.S.) Inc.

  701 E Joppa Rd Towson, MD 21286-5559

• 

  Black & Decker (U.S.) Inc.

  701 E. Joppa Rd, TW425 Baltimore, MD 21286

• 

  Black & Decker (U.S.) Inc.

  Wethersfield, CT 06109-3053

• 

  Black & Decker (U.S.) Inc.

  700 W. Mississippi Denver, CO 80223

• 

  Black & Decker (U.S.) Inc.

  P. O. Box 174335 Denver, CO 80217

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased (2) brand new Dewalt toolboxes (DWMTXXXXXH) from an online vendor for my Son's Birthday and as a gift to myself. Both of the toolboxes arrived broken/damaged, and one is broken (handle) to the point where it is not usable (or can't be properly carried/transported). After contacting the online vendor for a return/exchange/refund and being told that the damaged I reported indicates that the items were broken/damaged from the inside (manufacture/factory) since there is no physical damage to the outside of the shipping boxes. Due to this, I would be responsible for the expensive shipping to return both 45lbs toolboxes and there would be an additional restocking fee as well. I immediately then contacted Dewalt and spoke to a supervisor (Shanika), and she was totally rude and disrespectful when she told me that Dewalt isn't going to do anything about the problem, and I need to resolve it with the vendor. Even after I kindly tried to explain to the supervisor that the proof points to Dewalt as far as the toolbox(s) being broken/damage and the vendor states this leaves me with no other avenue other than a replacement with Dewalt, she once again rudely made note that it's not Dewalt's problem and I need to go elsewhere to get these obvious manufacture defects resolved.
  I have always used Dewalt products and I have always recommended Dewalt products to my clients so this is a total surprise to me that Dewalt would treat a long-time loyal customer in this manner especially considering that this destroyed my son's birthday gift just before he re-deployed overseas.
  I just want to get what I paid for!
  If Dewalt stands by this type of terrible customer service/experience and won't replace the (2) defective toolboxes with an equal or greater toolbox(s) then I would immediately demand a full refund and I will gladly take my tool business elsewhere.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 5, 2022/12/16) */
  We have spoken with the customer and an order was placed for two DWMTXXXXXH on 12/12/2022. These have not shipped yet to the customer, however the order is in process.
  
  
  Consumer Response /* (2000, 7, 2022/12/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Dewalt has promised to send me (2) new replacement tool boxes.

• Initial Complaint

  Date:12/08/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Black & Decker combination Airconditioner / Heater on July 27 2022 through Amazon Market Place. The thermostat was defective and the airconditioner continued to blow cold air even after the room temperture got below 62 degrees with thermostat set at 72.
  
  I contacted Black and Decker and they agreed to replace the unit under warrenty. I returned the unit via UPS and Black & Decker received it on Sept 21, 2022. By phone, B&D confirmed receiving the unit and told me it would take 4 - 5 weeks to send a replacement.
  
  Assigned CASE NUMBER 7301
  which is still the valid number to check on this claim
  
  I called in early November and was told it was still waiting to ship.
  
  I called on 11/28. Agent said she did not know if it shipped yet, but promised I would receive a tracking number in 2-7 days.
  
  I called on 12/6
  and was told the case had been referred to "Upper Management" and that she would have a manager call me in 24-48 hours. After I pushed further "Valerie" reported that she has "Communicated" with a supervisor who promised to get it shipped immediatly, along with the "Gift" of a heater for my trouble. Valerie promised that she woul personally call me the next day with the tracking number.
  
  12/8
  Called and spoke to Andrey who told me that Managers don't call customers back.

  Business Response

  Date: 12/28/2022

  Consumer Response /* (2000, 6, 2022/12/15) */
  The replacement air conditioner arrived today, December 15, 2020.
  I am sure it would not have arrived without the help of the BBB.
  THANK YOU.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a defective DeWalt tool to the service center several weeks ago using the UPS shipping label provided by DeWalt Corp for warranty repair. I have a proof of receipt for delivery at 1300 N. Interstate35. I cannot reach the service center. The DeWalt company customer rep for warranty has tried for days to reach the service center on my behalf but they do not answer either the phone or emails from their own company. I was told by DeWalt Co the repair should have been made weeks ago and the product returned to me. It was only days old when it failed and I was told to send it for warranty service.
  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/12/14) */
  Replacement shipped to customer and delivered on 12/13/22.
  
  
  Consumer Response /* (2000, 7, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  DeWalt has intervened. They have bypassed the derelict warranty repair center and simply shipped me a new replacement. The tragedy in this is the Carrollton repair center now gets to look like they corrected their bad behavior and satisfied the complaintent, when, in fact, they did nothing at all.

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept. 21,2022 I purchased a DeWalt DXAEPS 1600 PEAK AMP 12V Automotive jump starter/Power Station/ 120 PSI Digital compressor from Amazon online retailer with extended warranty.
  The compressor has stopped working on this unit, and it is the second unit I purchased that has done this, compressor malfunctioon!
  I located a factory authorized De Walt service center in North dallas, Tx.
  When I brought the unit in to be repaired, they refused to accept it, saying it was manufactured by Intertek, and I would have to contact Baccus Global. This did not work they haven't returned any of my emails. I tried to file a warranty repair request through De Walt to no avail.
  I believe this product sold by De Walt is a lemon and they have refused to accept responsibility for this unit.
  I can't get any help from their online service request site.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 25, 2022/12/21) */
  The subject DeWalt DXAEPS514 power station is a licensed product manufactured and sold by Baccus Global Products. This matter has been referred to Baccus Global Products for handling who advised a new replacement product was ordered on 12/16/22. The customer should receive it shortly.

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Black & Decker Portable Washing Machine from BeachCamera.com on March 10 2022. This item has a Name of "1.6 Cu. Ft. Portable Washer" and Model # BPWM16W. One of the reasons I chose this washer was because it has a Hot Water Setting, which I need because I wash my baby's cloth diapers.
  
  I received the Washer on March 14, and I was disappointed when I discovered the Hot Water Setting didn't work. When I selected Hot Water, the water was cool or warm, far from Hot.
  
  On June 20th, I contacted Black & Decker's Customer Service Department to get assistance with this issue, and they referred me to Black & Decker's Warranty Department at (XXX)XXX-XXXX. I called this department and they issued me Ticket #*****, and sent me a Replacement Washer. I didn't receive the Replacement Washer until November 11 (5 months), and I was disappointed when it had the same exact problem!
  
  I did some research and learned some Washing Machine Manufacturers (like Black & Decker) falsely advertise that their machines have Hot Water Settings, but really only use Cold or Warm Water (never Hot) because Hot Water will damage the machine. For example, there's a rubber part where the Drain Hose connects to the Washer that's made of cheap material and Hot Water will damage it.
  
  I called the Warranty Department back on November 18 and reported this problem and asked for a refund since the company falsely advertised that it has a Hot Water Setting when it really doesn't. The representative said a Manager would call me back within 48 hours to assist me. No manager ever called me. I called the Warranty Department back on November 23 and today, November 28, and the representative told me she had no more information for me.
  
  I need you to help me get a refund from Black & Decker since they falsely advertised that their Washer has a Hot Water Setting when it really doesn't, and I think you should stop them from False Advertising.

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 25, 2022/12/14) */
  The subject Black & Decker BPMW16W portable washing machine is a licensed product manufactured and sold by W Appliance.
  This matter has been referred to W Appliance for handling. W Appliance advised a refund check was recenlty mailed to the customer.
  
  
  Consumer Response /* (2000, 27, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received their refund and am satisfied.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a wine cooler from walmart.com and black and decker were the sellers, the cooler died within the warranty time and i contacted them and they gave me an address to send copy of receipt and cut the plug off and send it along with the sticker containing the serial number, which i did i did that in September 2022 since than i have been contacting them for my new cooler or refund and they keep giving me excuse i want either a refund or my new cooler. i dont think they are going to comply, they keep telling me they will escalate it but they do nothing to help me get my stuff. i was given this ticket number XXXXX for the claim.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 7, 2022/12/06) */
  The licensed partner sent the customer a replacement, which was delivered on 12/5/22.
  
  
  Consumer Response /* (2000, 9, 2022/12/07) */
  The com reached out and apologized and sent the item. Case resolved.

• Initial Complaint

  Date:11/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 9, 2021, I purchased a portable AC unit, model number: BPP10WTB from Black and Decker on Amazon for $483.17. On Monday, June 27, 2022, I initiated the warranty claim as the unit was faulty with the B&D Warranty dept (XXX) XXX-XXXX and was assigned ticket 4456. As of Tuesday, June 28, 2022, customer service confirmed that the item was under warranty, they received the unit on July 13, 2022, via UPS 1Z7F22AXXXXXXXXXXX and later indicated the unit would not be repaired, but a replacement would be shipped in 6-8 weeks' time. No replacement arrived, I requested a refund and they denied. I requested a comparable or better unit would be supplied due to no inventory of the original unit. This request was approved; however, no replacement has been received to date. I have repeatedly contacted the warranty dept who have repeatedly escalated the ticket and yet no resolution has been reached to date.

  Business Response

  Date: 12/26/2022

  Business Response /* (1000, 7, 2022/12/09) */
  The licensed partner sent a replacement unit, which was delivered to the customer on 12/8/22.
  
  
  Consumer Response /* (2000, 9, 2022/12/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received comparable replacement unit on 12/8

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned dehumidifier as instructed on July 11,2022 have not received a replacement Ed yet
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 7, 2022/11/28) */
  Licensed partner sent replacement unit to the customer and it was delivered on 11/25/22.
  
  
  Consumer Response /* (2000, 9, 2022/11/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Received new replacement on 11/25/22

• Initial Complaint

  Date:11/16/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a black & decker combo washer/ dryer unit. Part of the machine was broken. I opened a warranty claim and followed all instructions given to me by the customer service warranty department. I sent all requested documents and parts to Susan ********** at **** ********* *** ****** New ***** ** XXXXX. I even made a phone call to her at XXX- XXX- XXXX.
  I received a case/ ticket number and a phone number to the customer service warranty department- Equity Brands. I called repeatedly and each time I received the same response verbally and via email that I need to be patient because there is a huge volume of warranty claims in US and Canada related to Black & Decker. Each time, the customer service agent sent an email to the " management office" and escalated my case/ ticket number. I have been told more than once that I would receive an email with the tracking number as soon as my replacement combo washer/ dryer was ready to be shipped.
  I am still waiting on tracking information. This process started on July 25, 2022. I contacted the customer service warranty department; July 25, August 3, August 26, Sept 8, Oct 5, Oct 9, Nov 2, Nov 11. My case/ ticket number is ***** Model no. BCW27MW, Serial No. XXXXXXXXX. To this day, Nov 16, I am still waiting to receive my tracking number email from the " management office" and obviously still waiting to receive my replacement item. The emails I receive come from; ************@equitybrands.com. The warranty customer service department phone number is X-XXX-XXX-XXXX.
  I warned them that I had no more patients for their excuses and lack of service, and not providing a replacement. This product was paid for, and they basically took the money and now that it's time to send the replacement or refund my money; they are hiding behind excuses and excuses.

  Business Response

  Date: 12/21/2022

  Consumer Response /* (3000, 6, 2022/11/18) */
  I finally was able to speak briefly with Susan ********** @ W Appliance.W Appliance is the company responsible for the replacement. I was told the item would be shipped yesterday or today, Nov 18. I asked for the tracking number when it leaves the warehouse. Yesterday, Nov 17, at end of day, I received a text from Susan ********** @ W Appliance staring that she did not realize the item weight was over 150lbs. So, it should be sent out from the warehouse on Monday via Freight. I asked for details once the item was on a truck coming from CA. Who doesn't know that a combo washer/ dryer weight more than 150 lbs and can't be shipped; it need to be delivered. This is latest update. When I receive an actual verification that my item is on a truck, and I have the Freight company's name and information, I still don't trust what I am being told.
  
  
  Consumer Response /* (3000, 10, 2022/11/22) */
  The replacement appliance is finally on a truck coming from CA. It is scheduled for delivery on Nov 29 between 10- 2 pm and I will receive a call 30 minutes before arrival.
  
  Yippi. Now keep fingers crossed that the truck driver makes it safely.
  
  
  Business Response /* (1000, 14, 2022/11/30) */
  The licensed partner had a replacement unit delivered to the customer.
  
  
  Consumer Response /* (2000, 16, 2022/11/30) */
  Lisa ******** <*********@gmail.com>
  2:22 PM (12 minutes ago)
  to me
  
  Close case. The item was received yesterday, Def 5.
  
  Thank you.
  
  Lisa ********,

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Respiratory issues and rely on a Dehumidifier. I purchased this 9/182021. 21 and was malfunctioning well before a year was up and reported. Horrible company product and service. Customer service is rude. They told me I broke the appliance. The item was under warranty and was returned on 9/2/22. It is now 11/16/22, no appliance. I called 10/17/22, 10/31/22, 11/8/22, 11/11/22, 11/16/22 and each time told to call back in a week. " I will receive a tracking number and a email when it is being sent out. I will escalate your ticket number." I have also been told "they do not have a department to handle issues, when your ticket is escalated they will not call and there isn't anyone to speak to you." My product was almost $200.00, and they do not have a Supervisor, Manager, nor a department that deals with issues. These companies are getting away with Murder! Deplorable product and service!

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/22) */
  The licensed partner sent a replacement unit to the customer and it was delivered on 11/19/22.